Explanation should include
- integration of telephone functions into computer applications with emphasis on call center application
- common terms used in computer telephony integration (CTI), including
- screen popping
- dialing
- phone control
- call transfer
- call routing
- voice recording.
Process/Skill Questions:
- How is the computer used to facilitate call center management?
- What is the hierarchy for calls placed to a call center?
- How is computer telephony integration superior to non-integrated call centers?